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HIMACHAL PRADESH ELECTRICITY REGULATORY COMMISSION

NOTIFICATION

Shimla the 2005

No. HPERC/ 401

The Himachal Pradesh Electricity Regulatory Commission, in exercise of the

powers conferred by sub-section (1) of section 181 and Clauses (za) and (zb) of sub-

section (2) of section 181 read with sub-section (1) of section 57, section 58, section

59 and clause (i) of sub-section (1) of section 86 of the Electricity Act, 2003 (36 of

2003) and all other powers enabling it in this behalf, in consultation with the licensees

and the persons likely to be affected, hereby makes the following regulations

namely:-

REGULATIONS

1. Short title, extent and commencement- (1)These regulations shall be called the

Himachal Pradesh Electricity Regulatory Commission (Distribution Licensees'

Standards of Performance) Regulations, 2005.

(2) These regulations shall be applicable to all distribution licensees engaged in

distribution of electricity in the State of Himachal Pradesh.

(3) These regulations shall come into force from the date of their publication in the

Rajpatra, Himachal Pradesh.

2. Definitions .- In these regulations, unless the context otherwise requires,-

(1) "Act" means the Electricity Act 2003 (36 of 2003);

(2) “area of supply” means the area within which a distribution licensee is

authorized by his license to supply electricity;

(3) “Commission” means the Himachal Pradesh Electricity Regulatory

Commission;

(4) “call centre” means the place or office set up by the distribution licensee to

register complaints;

(5) “control centre” means a centre established for compilation, evaluating,

ranking and analyzing the performance of „responsibility centres‟ established

at the Headquarters of the distribution licensee;

(6) “distribution system” means the system of wires and associated facilities

between the delivery points on the transmission lines or the generating

station connection and the point of connection to the installation of the

consumers and shall also include electric line, sub-station and electrical plant

that are primarily maintained for the purpose of distributing electricity in the

area of supply of such distribution licensee notwithstanding that such line,

sub-station or electrical plant are high pressure cables or overhead lines or

associated with such high pressure cables or overhead lines; or used

incidentally for the purposes of transmitting electricity for others.

(7) “distribution licensee”, means a licensee authorized to operate and maintain

a distribution system for supplying electricity to the consumers in the areas

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of supply and includes a person deemed to be a licensee under section 14 of

the Act;

(8) “dispute” means where the distribution licensee or his employees, against

whom a complaint has been made, denies or disputes, the allegations

contained in the complaint and includes failure of a commercial negotiation

between complainant and distribution licensee within the scope of the Act,

the codes, the standards and the regulations as framed by the Commission;

(9) “ Electricity Supply Code” means the Electricity Supply Code specified

under section 50 of the Act;

(10) “forum” means Forum for the Redressal of Grievances of the Consumers

constituted by the distribution licensee under sub-section (5) of section 42 of

the Act;

(11) “responsibility centre” means a Circle Unit of the distribution licensee

headed by an officer not below the rank of the Superintending Engineer;

(12) “schedule” means the schedule to these regulations; and

(13) other words and expressions used in these regulations, not defined herein,

but defined in the Act shall have the same meaning as are assigned to them

in the said Act or in absence of any definition in the Act, the meaning as

commonly understood in the electricity supply industry.

3. Objective.- These standards lay down the guidelines to maintain certain critical

distribution system parameters within the permissible limits. These standards

shall serve as guidelines for distribution licensees to operate their distribution

system for providing an efficient, reliable, coordinated and economical system of

electricity distribution and retail supply. The objectives of these performance

standards are:-

(a) to ensure that the distribution system performance meets a minimum

standard which is essential for the consumers‟ installation to function

properly;

(b) to enable the consumers to design their systems and equipment to suit the

electrical environment that they operate in;

(c) to enhance the quality of the distribution system and services to meet

acceptable standards in the short term and gradually moving towards

improved standards in the long term;

(d) to lay down standards of performance, to measure consumer centric

initiatives undertaken by the distribution licensee in providing services,

computerized call centres, mobile vans for fault attendance, comprehensive

information database, infusion of technology like pre-paid meters and

unmanned sub-stations ; and

(e) to introduce engineering resource management concept to rationalize staff

deployment in construction and operation and management functions and to

initiate resource planning functions at the circle level.

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4. Legal Provisions.- (1) The Commission, in pursuance of section 57, read with

clause (i) of sub-section (1) of section 86 of the Act, shall specify the standards of

performance of the distribution licensees, intending to serve as guidelines for them

to operate their distribution system for providing quality and reliability of resources;

(2) The Commission, as required under sub-section (1) of section 57 of the Act, shall,

after consultation with licensees and persons likely to be affected, specify standards

of performance of a licensee or a class of licensees.

(3) If a licensee fails to meet the standards specified under sub-section (1) of section

57 of the Act, without prejudice to any penalty, which may be imposed, or

prosecution be initiated, he shall be liable to pay to a person affected such

compensation as may be determined under sub section (2) of section 57 by the

Commission;

Provided that before determination of compensation, the concerned licensee shall

be given reasonable opportunity of being heard.

(4) The Commission may, in exercise of the powers vested in it under section 58,

specify different standards under sub-section (1) of section 57 of the Act for a class or

classes of the licensees.

(5) Every licensee shall, within the period specified, under sub-section 59 of the Act,

by the Commission, furnish to the Commission the following information, namely :-

(a) the level of performance achieved under sub-section (1) of section 57 of

the Act;

(b) the number of cases in which compensation was made under sub-section

(2) of section 57 of the Act and the aggregate amount of the compensation.

(6) The Commission shall at least once in every year arrange for publication, in such

form and manner, as it considers appropriate, of such of information furnished to it

under sub-regulation (5).

5. Standards of performance.- (1)Standards specified in Schedule-I shall be the

guaranteed standards of performance, being the minimum standards of service which

a licensee shall achieve and maintain in discharge of his obligations as a distribution

licensee. It aims at maintaining quality, continuity and reliability of services to its

consumers at efficient levels specified by the Commission.

(2) The Standards specified in Schedule-II are in terms of financial, technical,

engineering resource management and operational efficiency levels to be adopted by

the management of the distribution licensee as per the best industry practices and

international norms.

(3) The distribution licensee shall, frequently but at an interval not less than six

months, educate the consumers of their rights regarding the standards of performance

as specified by the Commission under section 57 of the Act, by giving wide publicity

amongst its field staff and public in general including local rural and urban bodies

through electronic and print media.

6. Compensation.-

(1) If the distribution licensee fails to meet the guaranteed standards of

performance as specified in Schedule-I, the distribution licensee shall pay to

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the affected person, the compensation mentioned against each of the

standards of performance in the said Schedule-I.

(2) The compensation mentioned against each item in Schedule-I is payable to the

affected person without establishing the violation of the standard and

loss/damage suffered on account of failure of the distribution licensee to meet

the guaranteed standards of performance and is without prejudice to any

penalty which may be imposed or prosecution initiated against the distribution

licensee by the Commission.

(3) Notwithstanding the compensation payable under sub-regulation (1), the

affected person may initiate proceedings before the Commission for

determination of the compensation for violation of the standard and loss/

damage suffered consequent of failure of the distribution licensee to meet the

guaranteed standards of performance.

Provided that the Commission before awarding the compensation shall

give a reasonable opportunity of being heard to the distribution licensee and

the affected persons and shall take into account the compensation already paid

by the distribution licensee under sub-regulation (i)

(4) The distribution licensee shall pay-

i) the compensation mentioned in sub-regulation(i), within

thirty days of the failure of the distribution licensee to meet

the guaranteed standards of performance and

ii) the compensation determined by the Commission under sub-

regulation(3), within ninety days of such determination;

either through adjustment against existing, current and/ or

future bills for supply of electricity and the distribution

license shall duly reflect the said payment/adjustment in the

quarterly and the consolidated annual report to be submitted

by him under regulation-9.

(5) The Commission may demand such additional information, evidence and

summon records, logged data from the distribution licensee and/or affected

persons for determination of compensation. The distribution licensee on

demand shall furnish such information and records to the Commission

supported through an affidavit.

(6) The Licensee shall maintain the record of compensation payable under sub-

regulation (1) showing the name, consumer number and address of the

affected person, amount of compensation payable and actually paid, mode of

adjustment of compensation in bill as per sub-regulation (2) in each case. The

liability of compensation under sub-regulation (1) shall be applicable from the

first day of the month subsequent to the month in which these regulations

come into effect.

(7) Compensation paid by the distribution licensee, which is attributed to

negligence, inefficiency and for not exercising reasonable care and diligence

by its employees as may be determined by the Commission would not be

allowed as pass-through in ARR of the distribution licensee.

7. Channels for redressal of complaints and grievances:-

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(1) The various channels available for a consumer to address his

complaints and grievances shall be as under: -

Sl.

No.

Channel Eligibility Exceptions

1 Forum for Redressal of

Grievances of the

Consumers

Any consumer-

(a) who is aggrieved

by non-redressal of

his grievance by

the distribution

licensee; or

(b) Who is not

satisfied by the

redressal of his

grievance by the

distribution

licensee;

in accordance with

the guidelines

specified by the

Commission under

sub-section(5) of

section-42 of the

Act i.e. the

HPERC

(Guidelines for

Establishment of

Forum for

Redressal of

Grievances of the

Consumers)

Regulations, 2003.

(i) SOP complaints

involving

compensation

(ii) Complaints

mentioned in

regulation 8 of the

HPERC (Guidelines

for Establishment of

Forum for Redressal of

Grievances of the

Consumers)

Regulations, 2003.

(iii) Matters subjudice

before the

Commission, any other

Court, Tribunal/

statutory body.

2. Electricity Ombudsman (i) Any person aggrieved

by an order made by the

Forum

(ii) Any person whose

complaint is not redressed

by the Forum within 90

days from the date of

lodging of complaint

(i)SOP complaints

involving

compensation

(ii)Matters subjudice

before the

Commission, any other

Court, Tribunal or

statutory body.

3. H .P. Electricity

Regulatory Commission

SOP complaints involving

compensation

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8. Implementation Arrangements.- Each operation Circle Unit of the distribution

licensee shall be treated as a responsibility centre for overall performance of

standards specified under these regulations. The officer heading the responsibility

centre shall have total accountability and associated responsibility and authority for

managing the actions and performance of the responsibility centre. In cases of

centralized or specialized functions, the identified responsibility centers alongwith

nodal officers have to be furnished by the distribution licensee within 90 days of these

regulations coming into force.

(2) The operational head of the distribution licensee shall have overall responsibility

for implementation of standards of performance and he shall, to bring in the sense of

ownership and competition set the performance parameters as well as benchmarks for

improvement for each responsibility centre. The operational head of the distribution

licensee shall establish one control centre at the head office under the officer not

below the rank of Superintending Engineer for compilation, evaluation, ranking and

analyzing the performance of responsibility centre.

(3) Immediately after the commencement of these regulations, and under intimation

to the Commission, but not later than 30 days the control centre shall develop uniform

formats for data collection, compilation and evaluation of performance of the

responsibility centres. The control centre shall prepare and circulate the procedures

for compilation and computation of various standards and performance indicators

alongwith uniform definitions and explanations of terms used for unambiguous

interpretation by all the responsibility centers.

(4) The control centre shall monitor, evaluate, rank the circles and advise the

responsibility centres for corrective measures. A monthly report for progressive

monthly improvement made by the responsibility centre shall be prepared by the

control centre.

Explanation: For the purpose of this sub-regulation the expression “operational

head” shall mean and include the officer heading the distribution wing of the licensee.

9. Information on standards of performance.- (1) The distribution licensee shall

furnish to the Commission, in a quarterly report and a consolidated annual report for

each financial year, the following information as to the guaranteed standards of

performance:-

(a) the levels of performance achieved by the distribution licensee with

reference to those specified in Schedule – I to these regulation;

(b) the number of cases in which compensation was payable and the

aggregate amount of the compensation paid and payable by the distribution

licensee;

(c) the number of claims preferred by the consumers against the distribution

licensee for failure to meet the guaranteed standards of performance and

the action taken by the distribution licensee including the reasons as to the

delay in payment, or non-payment of compensation for such claims.

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(2) The Commission shall, at such intervals as it may deem fit, arrange for the

publication of the information furnished by the licensees under these regulations.

(3) In the consolidated annual report, the distribution licensee shall report on the

measures taken by the distribution licensee to improve performance areas, assessment

of the targets to be imposed for the ensuing year, indicating responsibility centre-wise

achievement of benchmark indicators analyzing the performance of each circle and

ranking of circles with respect to each performance indicator set in Schedule –I

(4) The Ombudsman shall prepare a report on half yearly basis giving details of

the nature of the grievances of the consumer dealt by the Ombudsman, the response of

the Licensee in the redressal of the grievances and the opinion of the Ombudsman on

the licensee‟s compliance of the standards of performance as specified by the

Commission under section 57 of the Act during the preceding six months.

(5) Licensee should immediately constitute a working group but not later than 30

days responsible for monitoring the information and co-ordination with the

Commission for necessary explanations, if any and intimate to the Commission about

the constitution of the working group.

10. (1) Monitoring and Enforcement of Standard of Performance- In order to

ensure proper and due enforcement of the Standards of Performance, the Commission

shall monitor the compliance thereof and may on being satisfied that distribution

Licensee has failed to maintain and discharge his obligations in relation to the

Standards of Performance under these regulations or has failed to furnish information

in time or has furnished inadequate or incorrect information under sub-regulation 9

(1) by order, in writing, direct the Secretary or officers, not below the rank of the

gazetted officer, or Consultant or any other person, specified in the order, to

investigate and to report to the Commission.

(2) If the report under sub-regulation(1) or information obtained under regulation 9 or

any part thereof is proposed to be relied upon by the Commission in forming its

opinion and satisfaction, the distribution Licensee shall be given a reasonable

opportunity for filing objections and making submissions on the report or

information.

(3) The Commission may direct, that the expenditure incurred in conducting the

investigations in sub-regulation (1) be borne by distribution Licensee.

11. Use of Information: The Commission shall have the right to use the information

received under regulation 9 or regulation 10 as it deems fit and publishing it or

placing it on the Commission‟s website and/ or directing the licensee to display the

information on the licensee‟s website and also for initiating action under section 19,

section 23 and other enabling provisions of the Act.

12.Exemptions: (i) The guaranteed standards of performance specified in these

regulations shall remain suspended during Force Majeure conditions such as war,

mutiny, civil commotion, riot, flood, cyclone, lighting, earthquake or other force and

strike, lockout, fire affecting the distribution licensee‟s installations and activities.

(2) The Commission, may by a general or special order issued for the purpose, and

after hearing the distribution licensee and such representatives of the affected

consumer group as the Commission considers it to be appropriate, release the

distribution licensee from the liability to compensate the consumers for any default in

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the performance of any standard, if the Commission is satisfied that such default is

for reasons other than those attributable to the distribution licensee and that the

distribution licensee had otherwise duly made efforts to fulfill his obligations.

13. Issue of orders and directions.- Subject to the provisions of the Act and these

regulations, the Commission may, from time to time, issue orders and directions in

regard to the implementation of these regulations and procedure to be followed on

various matters.

14. Power to remove difficulties.- If any difficulty arises in giving effect to any of

the provisions of these regulations, the Commission may, either suo motu or on an

application made to it, by general or special order, do or undertake or direct the

distribution licensee to do or undertake things, which in the opinion of the

Commission are necessary or expedient for the purpose of removing the difficulties.

15. Power to amend schedules. - The Commission, may by an order at any time

add, vary, alter, modify or amend any of the provisions of the schedules attached to

these regulations.

16. Repeal and savings, - (1) The Complaint Handling Mechanism and Procedure

approved by the Commission under sub-section (d) of section 22 of the Electricity

Regulatory Commission‟s Act, 1998 (Act No. 14 of 1998) and adopted w.e.f.

11.02.2002 by the Himachal Pradesh State Electricity Board, is hereby repealed.

(2) Anything done or any action taken or purported to have been done or taken

including any order, direction made or notice or issued by the Commission prior to

the commencement of these regulations shall in so far as it is not inconsistent with the

provisions of these regulations, be deemed to have been done or taken or issued under

the corresponding provisions of these regulations.

(3) As far as the distribution licensee is concerned, notwithstanding any thing

contrary contained in the HPERC (Guidelines for Establishment of Forum for

Redressal of Grievances of the Consumer) Regulations, 2003 framed by the

Commission under Section 181 of Electricity Act 2003, these regulations shall have

overriding effect.

(4) Nothing in these regulations shall affect the rights and privileges of the consumers

under any other law including the Consumer Protection Act, 1986 ( 68 of 1986).

By the Order of the Commission

Secretary

Himachal Pradesh Electricity Regulatory Commission

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SCHEDULE – I

[see regulations 2(13),5(1),6(1)(3),9(3) and 15]

GUARANTEED STANDARDS OF PERFORMANCE

(1) Call Centre

Nature of Service /

Standards

Maximum time limit

for rendering service

Compensation to be Levied

Call Centre

Establishment of Consumer Call Centres with appropriate Information, Communication and Technology backbone along with appropriate

staffing of the same with following coverage area

Atleast one sub division

covered per Circle

Within 6

months

Rs. 100/- per day for Circles not covered beyond 3 months* after ond expiry of the

specified time

Atleast one sub division

covered per Division

Within 12

months

Rs. 100/- per day for Division not covered beyond 6 months* after expiry of the

specified time

All Sub-Divisions Within 24

months

Rs. 100/- per day for not covered beyond 12 months* after expiry of the specified time

First response against a

Consumer Call

2 Minutes At the end of each month, average response time is to be analyzed and any delay in

average response time beyond standard time allowed shall be subject to compensation

at Rs. 10/ per minute delay for that Call Centre*.

Registration of Consumer Call 5 Minutes At the end of each month, average time taken in registration of Consumer Call is to be

analyzed and any delay beyond standard time allowed shall be subject to

compensation at Rs. 10/ per minute delay for that Call Centre*.

Issue of Docket No. 5 Minutes At the end of each month, average time taken in issue of Docket to be analyzed and

any delay beyond standard time allowed shall be subject to compensation at Rs. 10/

per minute delay for that Call Centre*.

10

Nature of Service /

Standards

Maximum time limit

for rendering service

Compensation to be Levied

Intimation to consumer after

attending call

After attending the call, Call centre has the responsibility to intimate the consumer

about the status of his complaints.

(2) Consumer Related Services

Nature of Service/

Performance

Standards

Maximum Time Limit for

rendering service

Compensation Leviable Targeted Level of

Standard of

Performance

Fuse-off /Fault Calls:

Cities/Towns

a) Complaints received

between 9 AM to 9

PM

b) Complaints received

between 9 AM to 9

PM

6 hours

12 hours

Rs. 5/- per affected consumer for every hour of delay

beyond 4 working hours subject to maximum of Rs. 50/-

per affected consumer per day.

99% of Fuse-off

/Fault complaints

received

Rural Areas

Complaints received

any time during the

day

24 hours

Rs. 20/- per affected consumer per day beyond one day

subject to maximum of Rs. 50/- per affected consumer.

99% of Fuse-off

/Fault complaints

received

Line Breakdowns:

Cities/Towns (i) Where replacement of pole

is not required: 24 Hrs.

Rs. 5/- per affected consumer per day for delay beyond

one day subject to maximum of Rs. 50/- per affected

consumer.

95% of Line

Breakdown

complaints received

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Nature of Service/

Performance

Standards


rendering service


Standard of

Performance

ii) Where replacement of pole

is required: 48 Hrs.


two day subject to maximum of Rs. 50/- per affected

consumer.

90% of Line

Breakdown

complaints received

Rural Areas i) Where replacement of pole

is not required: 24 Hrs.

ii) Where replacement of pole

is required: 72 Hrs.


one day subject to maximum of Rs. 50/- per affected

consumer.


three day subject to maximum of Rs. 50/- per affected

consumer.

90% of Line

Breakdown

complaints received

85% of Line

Breakdown

complaints received

Replacement of failed Distribution Transformer:

Cities/Towns 1 day Rs. 20/- per affected consumer/day for delay beyond 1

day subject to maximum of Rs. 100/- per affected

consumer.

95% of number of

transformers reported

failed

Rural Areas 3 days Rs. 10/- per affected consumer/day for delay beyond 3

days subject to maximum of Rs. 100/- per affected

consumer.

95% of number of

transformers reported

failed

Replacement of damaged service line/wire:

Cities/Towns 1 day Rs. 20/- per day for delay beyond 1 day 99% of damaged

service line

complains received

Rural Areas 2 days Rs. 10/- per day for delay beyond 1 day

Complaints about meters

12

Nature of Service/

Performance

Standards


rendering service


Standard of

Performance

LT Consumers

Testing & Checking for Correctness of Meter

Urban Area 7 days from lodging of

complaint

Rs. 50/- per day for delay beyond 7 days subject to

maximum of Rs.200/- per consumer

90% of requests

Rural Area 15 days from lodging of

complaint

Rs. 50/- per day for delay beyond 15 days subject to

maximum of Rs.200/- per consumer

90% of requests

Defective/Stopped/Burnt Meter/Metering Equipment Replacement1 -

Urban Area

Replacement not

attributable to

consumer

7 days from the date of

receiving information

/lodging of the complaint

Rs. 50/- per day for delay beyond specified period subject

to maximum of Rs.200/- per consumer

90%

Where the cost is

recoverable from the

consumer or meter is

to be supplied by the

licensee.

7 days after the receipt of

payment of metering

equipment.



90%

Rural Area

Replacement not

attributable to

consumer

15 days Rs. 50/- per day for delay beyond specified period subject


90%

1 In case of supply being affected due to burnt meters then replacement has to be to be undertaken within 1 day.

Replacement of old electromechanical meters should be done by Electronic Meters or Pre Paid Meters Only.

13

Nature of Service/

Performance

Standards


rendering service


Standard of

Performance

Where the cost is


consumer or meter is

to be supplied by the

licensee

15 days after the receipt of

payment of metering

equipment.



90%

H.T. Consumers

Replacement not

attributable to

consumer

Within 7 days after receipt of

complaint provided meter is

available with Licensee,

otherwise within 1 month in

any case

Rs. 200/- per day for delay beyond specified period

subject to maximum of Rs.2000/- per consumer

99%

Where the cost is


consumer.

Within 7 days after receipt of

payment/supply of equipment

provided meter is available

with Licensee, otherwise

within 1 month in any case.



100%

When the consumer is

required to supply the

metering equipment

7 days after delivery of

metering equipment to the

Licensee‟s office



100%

Complaints about consumer’s bills

Urban Area 1 day – 10 Days Rs. 5/ per consumer per day beyond 10 days delay subject

to maximum of Rs. 50/-

99% of complaints

received

Rural Area 1day - 15 Days Rs. 5/ per consumer per day beyond 15 days delay subject

to maximum Rs. 50/-

99% of complaints

received

14

Nature of Service/

Performance

Standards


rendering service


Standard of

Performance

Other Standards

Making and keeping

Regular Appointments

a) At Sub-Divisional Level

-Twice a week

b) At Divisional Level

- Once a week

c) At Circle Level

- Once a fortnight

d) At Chief Engineer Level

-Once a month

Note:

1) Days and time of

appointments should be

notified by the Board on

uniform basis for all offices

throughout the State.

ii) Days and time of

appointment shall be

displayed outside the room of

the Officer concerned and

also printed on the backside

of the bills.

20

50

100

200

95%

15

Nature of Service/

Performance

Standards


rendering service


Standard of

Performance

Making and keeping

Special Appointments.

Such appointments may be

had at the above levels at the

specific request of any

consumer.

95%

Investigation of

voltage complaints and

reply to the consumer.

Within 4 weeks of receipt of

complaint.

Rs.100/- 95%

Note: The compensation for items marked * shall be set kept aside by Licensee in a separate account.

(3) Efficiency Parameters

Parameters Targeted Level of Standard of Performance

Failure of 33/11 kV Power Transformers Not exceeding 1% in a year of the number of transformers in service at the beginning of

year

11/0.4 kV Distribution Power

Transformers

Not exceeding 2% in a year of the number of transformers in service at the beginning of

year

% of Stopped/Defective Meters Not exceeding 5 % of the meters installed

% T& D Losses Subject to Commission‟s directions in ARR/Tariff Order from time to time

% Collection Efficiency Annual Average monthly collection efficiency not less than 99%

LT Consumers – 95%

HT & EHT consumers – 100%

Where monthly collection efficiency = Amount realized divided by the amount assessed

during the month.

Bills challenged in any court of law shall not be considered for the purpose of collection

efficiency.

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(4) Reliability & Quality of Power Supply

Reliability of the distribution system operated by the Licensee shall be computed on the basis of number and duration of

sustained interruptions in a year. In a power system, it may take a few minutes to restore power after transient faults or to

reroute power in the network to restore supply to the affected area, where a large number of consumers are involved. Sustained

interruptions of more than ten minutes duration shall be considered for judging the reliability of the system and temporary

interruptions not exceeding ten minutes duration shall be ignored in computation.

The following reliability/outage indices are prescribed by the Institute of Electrical and Electronics Engineers (IEEE) Standard

1366 of 1998. The licensee shall compute and report the value of these indices:

a. SAIDI

SAIDI (System Average Interruption Duration Index is commonly referred to customer minutes of interruption and is

designed to provide information about the average time the customers are interrupted.

n

SAIDI = Σ(Bi x Ni) / Nt

i=1

Where,

Bi = Total duration of all sustained interruptions (each longer than 10 minutes) on ith feeder for the month

Ni = Connected load of ith feeder affected due to each interruption

Nt = Total connected load at 11kV in the Distribution licensee's supply area

n = Number of 11kV feeders in the licensee‟s supply area (excluding those serving predominantly agricultural load)

b. SAIFI

SAIFI (System Average Interruption Frequency Index – sustained interruptions is designed to give information about the

average frequency of sustained interruptions per customer over a pre defined area.

n

SAIFI = Σ (Ai x Ni) / Nt

i=1

Where,

Ai = Total number of sustained interruptions (each longer than 10 minutes) on ith feeder for the month

Ni = Connected load of ith feeder affected due to each interruption

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Nt = Total connected load at 11kV in the Distribution licensee's supply area

n = Number of 11kV feeders in the licensee‟s supply area (excluding those serving predominantly agricultural load)

c. Consumers Average Interruption Frequency Index (CAIFI)

Consumers average interruption frequency index, which shall be calculated by dividing the total number of sustained

interruptions to consumers in a year by the total number of consumers served. An interruption in supply to a consumer

shall be considered as one interruption to one consumer. In case of failure of a line or transformer, number of interruptions

shall be equal to the number of consumers affected. The index shall be expressed as number of interruptions per consumer

per year and shall be calculated annually.

CAIFI = Σ (I * K)

N

Where

I = Number of interruptions exceeding 10 minutes at a time for the voltage class.

K = Number of Consumers whose power supply remained „off‟ as a result of such interruption.

N = Total Number of Consumers in service at the beginning of year having that class of voltage supply

* Multiplication sign

CAIFI shall be calculated for a sub-station, for a circle and for the Licensee as a whole. The index shall be expressed in

number of interruptions per consumer per year.

d. Consumers Average Interruption Duration Index (CAIDI)

Consumers average interruption duration index, which shall be calculated by dividing the total minutes of sustained

interruption in supply to consumers in a year by the total number of consumers served. The index shall be expressed as

number of minutes of interruption per consumer per year and shall be calculated annually.

CAIDI = Σ (P * K)

N

Where

18

P = Duration of interruptions exceeding 10 minutes at a time for the voltage class.

K = Number of Consumers whose power supply remained „off‟ as a result of such interruption‟s.

N = Total Number of Consumers in service at the beginning of the year having that class of voltage supply

* Multiplication sign

CAIDI shall be calculated for a sub-station, for a circle and for the Licensee as a whole. The index shall be expressed in

interruption minutes per consumer per year.

While calculating the SAIFI, SAIDI, CAIFI and CAIDI indices, the following types of interruptions shall not be taken

into account:

(a) Planned outages

(b) Temporary interruptions of duration less than ten minutes

(c) Outages due to failure of upstream power system including generation and transmission network.

(d) Outages due to Force Majeure reasons beyond the Licensee control like fire, earthquake, floods, storms, and riots.

Within one year of coming these regulations into force, the Licensee shall declare Reliability Index (RI) in the form of

SAIDI & SAIFI in its area of supply and shall publish it in local newspaper having wide circulation in that area. The

Reliability Index shall cover all cities and towns up to the District Headquarter towns as also for rural areas.

The Commission shall fix benchmarks for standards of reliability on the basis of data collected for one year and revise

the levels to be achieved from time to time for ensuring improvement in the performance of the Licensee

19

e. Voltage Variation Limits

Licensee shall ensure that long duration voltage variation at the point of commencement of supply to consumer as defined in

Indian Electricity Rules, 1956, shall not vary from the declared voltage as below:

Type of supply and declared

voltage

Variation maximum

limit %

Variation minimum

limit %

230 Volts single phase 50 Hz AC

supply

6% of declared voltage 6% of declared voltage

400 Volts three phase 50 Hz AC

supply


11000/22000 Volts three phase

50 Hz AC supply


33000 Volts three phase 50 Hz

AC supply


The complaints with respect to voltage variation limits shall be established through portable voltage recorders or meter reading

instruments.

f. Voltage unbalance

The Voltage unbalance shall not exceed the following limits:

Voltage Level Limit of voltage unbalance Implementation Stage

33 kV level 3% As specified by CEA Grid Connectivity Regulation 2004

11 kV/22 level 3.5% As specified by CEA Grid Connectivity Regulation 2004

20

SCHEDULE – II

[see regulation 2(13)5(2) and 15]

STANDARDS FOR RESPONSIBILITY CENTRE

Performance Measure Target

levels Effect Measured

Data Sources/

Responsibility

Centre

Reporting

Periodicity

Implement

ation

Phasing

Pre Requisites

1 Establishment. of call centres

Time Schedule Board Bimonthly As per

Schedule I

2 Establishment of Meter Relay Testing Teams (On

site testing, MRI downloads)

6 teams

per month Detection of defective/slow/burnt

meters Board Quarterly

Six months

3 Establishment of Human Resource Database

3 months –

out

sourcing

Time Schedule Board Bimonthly One month

Consumer Services

1 No. of complaint received per year to total number

of consumers (%)

0.5%

Service Quality

Complaint Registers at

Complaint Centre or

Consumer Call Centre

Quarterly One month

2

Ratio of staff attending complaints per thousand

consumers (Skilled /Unskilled staff separately

identified)

1 Adequacy of complaint staff for

consumer services

Estb. Records/HR

Database Quarterly One month

System Reliability

1 Availability of manpower (Across Cadres),

equipments to conduct the study

5 SAIFI, SAIDI, CAIDI & CAIFI

Study System Planning Quarterly One month

21

Operational Performance

1 Energy Auditing – Feeder wise Loss levels System Planning Monthly One month

2 Loss estimation of Technical & commercial

across voltage levels and consumer categories

12 months for

Board Loss levels System Planning Monthly One month

3 Unplanned outage/total outage (Fault

breakdown / total outage)

<10% Relative impact of outage

plan for maintenance in

minimizing fault

breakdown

SE (operation circle) Monthly One month

4

Annual replacement rate of Distribution

transformers (%): (Distribution Transformers

replaced / Transformers in service)

2% Effectiveness of

preventive maintenance

and protection provided

SE (operation circle)

Quarterly One month

5 Phased unmanning of distribution sub stations

Linked to

retiring

personnel

Automation SE (operation circle) Quarterly One month

Metering, Billing and Collection

1

Number of Meters per Meter Reader

a) Urban

b) Rural

Depends on

meter reading

cycle

Adequacy of meter

reading staff HR Database Quarterly

One month

2

Number of meter readings done per meter

reader per month

a) Urban

b) Rural

100 per day

50 per day

Productivity Sub-divisions Quarterly One month

22

3 Meters defective & damaged / Meters in

service

5%

Adequacy of meters

technology and life

expectancy of meters

Meter Testing Lab and

Consumer service

records

Quarterly One month

4 Average level of customer arrears (days/

customer)

90 Collection efficiency

Revenue Registers/

Billing Database Quarterly One month

5 Number and amount involved in customer

litigation cases

<0.5 % of

revenue from

Standards of

Performance

Quality of service,

Customer responsiveness

Operation and

Maintenance Circle Monthly One month

6

Infusion of Technology (Spot Billing

Machine, Pre Paid Meters, Internet Banking,

ECS, etc)

Number of computerized bills/Number of

manual bills

Technology Adoption Circle Heads Quarterly One month

Human Resource Management

1 Employees per 1000 customers

16 (Gradually

should

decrease)

Employee Strength HR Database Quarterly

One month

2 Employee cost per unit of retail sales 1.00

Labor cost efficiency Financial records Half

Yearly

One month

3 Training participation days per employee Once in every

3 years Adequacy of training HR / Training records Half

Yearly

One month

4 Terminal Liabilities Evaluation

3 months-out

side actuary

valuation

outsourcing

Future cost implications Secretary of Board Yearly

One month

23

Financial & Material Management

1 Annual capital expenditure/net book value Financial Efficiency Accounts Yearly One month

2 Distribution cost/Energy sales across

consumer categories

< Re 1 Operational Efficiency

and Cost control Accounts Yearly

One month

3 Employee cost as a percentage of total cost 20% Employee Productivity Accounts Yearly One month

4 Operating expenses / Revenue from Sale of

power

<20% Financial Efficiency Accounts Yearly

One month

5 Cost of capital 12% Financial Efficiency Accounts Yearly One month

6 Debt Service Coverage Ratio > 1 Financial Efficiency Accounts Yearly One month

7 Stores Inventory/1000 Km of distribution

lines

0.5 Cr Financial Efficiency Accounts Yearly

One month

9 Working Capital to Revenue from Sale of

power

< 8% Financial Efficiency Accounts

Yearly One month

24

Engineering Resources Management – To be operational at the circle level with the overall responsibility of the

Superintendent Engineer

Performance Measure Target

Level

Data Sources/ Responsibility

Centre

Reporting

Periodicity

Implementation

Phasing

A Construction Norms (per Km)

To be

specified by

the

Commission

within three

months from

the date of

notification

of these

Regulations.

1 33 kV Line work

(a) Man days for Lineman Estb. Records/HR Database Quarterly Six months

(b) Man days for Helpers & Unskilled

Workers

Muster Rolls/ Estb.

Records/HR Database

Quarterly Six months

2 11 kV Line work


(b) Man days for Helpers & Unskilled

Workers

Muster Rolls/ Estb.

Records/HR Database


3 LT Line work


(b) Man days for Helpers & Unskilled Workers Muster Rolls/ Estb.

Records/HR Database


4 33/11 kV Sub-Station Construction work Six months



Records/HR Database


5 11 / 0.4 kV pole mounted Sub-Station

Construction work

Six months



Records/HR Database


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